Servion Global Solutions: Redefining Next Generation CX on the Cloud

Today, customer experience (CX) is fast becoming the singular differentiator between competing brands. If brands do not deliver memorable experiences, customers are no longer loyal to them. It is not just because their expectations have been jet-propelled in the digital age. It is also because technology advancements have made it easier for them to find a similar product or service. In most cases, it is just a click of the mouse or a tap of the phone away.

The onus is therefore on the enterprise to set up a lean operation that can scale and transform depending on how the market progresses. This is why the trend of shifting operations to the cloud has been steadily building momentum. The cloud-powered infrastructure allows enterprises to significantly improve operational efficiency, and offer seamless customer experiences.

“Strengthening customer loyalty stems from the unique experiences through which brand build meaningful relationships with individual customers. In today’s experiential economy, this service differentiation is either the most formidable challenge or the single-largest opportunity – depending on how brands look at it,” says Sameet Gupte, CEO of Servion Global Solutions.

Servion Global Solutions is the only consulting-led customer experience management (CEM) specialist. With long-standing expertise in delivering Omni-channel cloud services, they automate and integrate customer touchpoints, and help clients – all over the world - to derive true value from their CX investments.

According to Sameet, many enterprises are focused on ensuring a cutting-edge user experience (UX), but they fall short on covering all the facets that comprise superior CXs. Without contextual and relevant messaging anytime and anywhere, the rapport between enterprises and customers takes a beating. For this, they need the right technology infrastructure in place; one that ensures flexibility, security, and stability. This is the reason many enterprises are looking to harness the power of the cloud to automate processes, gather insights and offer next best actions.

Therefore, customer experience has literally and figuratively leaped beyond the walls of contact centers

With the worldwide digital footprint on the rise, contact centers are under pressure to improve digital enablement of channels while running a lean and efficient operation – without increasing costs or technology redundancies.

Having partnered with the biggest technology names in the industry such as Cisco, Avaya, NICE, and Amazon Connect, Servion helps enterprises digitally transform their contact centers into customer engagement hubs on the cloud. While taking on new clients, it first analyzes their technology ecosystem; whether it needs to be changed or upgraded. After that, the company leverages its extensive consulting experience to design the best-fit CX solution that guarantees superior ROI.

Servion’s IP-based platforms encompass the whole nine yards of the customer journey, and they empower enterprises to create efficiency and differentiation at every touchpoint. They include ServIntuit — an Omni-channel CX platform that turns customer data into actionable insights, ServInsights — a contact center analytics platform that gives a 360-degree view of customer interactions, and ServCare — a managed services’ platform that offers unified communication and collaboration, and support solutions. The company also implements a proprietary LCM platform for next-generation lead campaign management solutions. It enables enterprises to proactively connect with customers through smooth cross-selling and upselling.

Servion also offers ServCloud — an adaptable cloud-based CX platform that gives enterprises the power of optimal operations and personalized customer experiences. With pre-built integrations to multiple channel and data sources, it makes cloud adoption tremendously easily.

Servion’s platforms and the suite of solutions are offered both as a complete package and as a pay-as-you-go cloud platform.

The company’s largest revenue comes from the global BFSI industry. It has worked on landmark projects that have transformed the banking experience for major clients. Recently, Servion helped a bank to automate its credit cards operations such as fraud detection, customer onboarding, and billing. Servion started by studying the technology infrastructure of the bank. Then, it made the necessary recommendation on the changes that need to be made – covering people, processes, and technologies. Having been on the forefront of the automation curve, they implemented the ideal automated environment for the bank to enhance its operational efficiency. Servion automated 44-45 percent of the processes across touchpoints like phone, email, chat, and web.

“We gave the bank the ability to automate personalized interactions while cutting down their operational costs,” said Sameet. “Our focus has always been on leading our clients, and their customers to memorable experiences.”

Today, Servion is focused on expanding its offerings, and continuing to reimagine and revitalize the cloud-enabled CX space. As part of the next phase of development, Servion is currently integrating machine learning and artificial intelligence into its platforms and solutions.